The Department of Energy (DOE) yesterday said it was assured by the Manila Electric Co. (Meralco) it is able to address and resolve consumer complaints that stemmed from the billings during the enhanced community quarantine.
Energy Secretary Alfonso Cusi said Ray Espinosa, Meralco president and chief executive officer, in a letter dated July 14, provided a compliance status report on commitments made to various sectors.
Cusi said Espinosa has assured the company is on target to deliver the 4.1 million personalized letters to customers explaining their May 2020 bills made even more laymanized than what it issued for the June bills.
The DOE said delivery of these letters started on July 10 and was most likely completed by July 16.
According to Cusi, Meralco has added manpower to handle complaints in various digital channels such as emails, Facebook and Twitter, apart from deploying virtual agents in select Bayad Center outlets so customers can talk to a Meralco employee via computer set up.
Cusi said Meralco will shoulder the convenience fee charged by the payment gateway provider for payments made through the company’s portal until the end of the general community quarantine.
Transactions that were charged with such fees from March 15 to May 16, amounting to P12.6 million for approximately 268,000 transactions, will also be refunded.